Manager Training & Quality

Job Description – Manager Training & Quality
As a Quality and Training Manager, you will be joining our amazing Customer Care family. You will predominantly be responsible for leading the Quality, Training, and Learning strategy whilst also supporting the Customer Care Operation to deliver the fabulous customer experience we are renowned for! We are going through an exciting period of growth so your role will be extremely important and will be heavily involved with strategic responsibilities, whilst leading our team through an exciting phase of business growth and expansion. We are looking for a Quality and Training manager who is bordering on obsessive about offering world-class customer experience, and who puts their customers along with their people at the heart of everything they do. Personal development is also really important to us so we are keen to speak to an individual who loves taking accountability for department and operational performance, someone who is passionate about ensuring high levels of quality assurance through training, coaching, continuous improvement, and people development. You will lead by example and be a role model in demonstrating what is expected from the customer care operation, working with empathy, efficiency, and tact at all times. For training, learning & development, you will create a strategy to deliver the best in class and introduce modern learning into a remote contact center environment. We are looking for someone who will think outside the box and introduce new methods that relate to both technical and non-technical employees. You are accountable for Quality and Training through modern frameworks, as well as having strict processes and governance in place to ensure the team is compliant at all times.
Summary of Responsibilities
Create, define, embed, and own the end-to-end Quality and training strategy for our Customer Care department.Set quality standards for incoming and outgoing communications and develop effective quality assurance + compliance processes.Implement and deliver coaching and continuous improvement frameworks for all members within CC + wider business.Create, develop, and implement tools and other methods to continuously improve quality, efficiency, and customer experience.Manage and update knowledge management systems in line with the quality standards, procedures, and process changes.Organize quality audits, identify training needs, and analyze results to support the wider operation.Create analytical reports, linking to quality performance and key KPIs in CC to define and implement relevant action plans.Regular testing, monitoring, reporting, and sharing data-driven insights with the relevant stakeholders.Cross-departmental collaboration to contribute towards the wider business strategy. Develop quality assurance plans by identifying control points, preventive measures, monitoring procedures, corrective actions, and verification procedures.Design quality scorecard programs and maintain feedback mechanisms for all services.Complete regular reviews and identify individual knowledge gaps as well as wider team trends; recommend and conduct appropriate retraining.Investigate customer complaints and non-conformance issues.Create and maintain engaging training and coaching materials.Ensure the team is aware of any product developments, business campaigns, and process updates and how this impacts their work.Build strong relationships with execs/senior managers within other departments to contribute to our customer’s journey and end-to-end experience.Present findings in senior management meetings and suggest improvement measures.Share regular daily, weekly, and monthly reports with the exec team.Create, review, and own the end-to-end employee training/development life cycle for both new and existing team members.Take full ownership of quality/performance management systems in Customer Care, ensuring we are utilizing/maximizing our usage to ensure the optimum level of ROI.Utilize our digital solutions to create and upload regular/effective training sessions for our people.Own and effectively manage the relationship with our third-party stakeholders.Ensure best practice is documented and executed within CC’s processes.Lead and manage the Quality and Training team whilst adhering to all people management policies e.g. discipline, grievance, sickness, etc.Work closely with the Customer Care and Senior WFM Managers to drive high levels of operational efficiency and high-performing teams.Carry out other duties as assigned.Finally, you will be a highly adaptable and flexible professional who embraces leadership, someone who is comfortable in sharing best practices with authority and confidence, and has a high level of attention to detail.
Must Haves
Key skills:
Organized and strategic plannerTechnical and analytical with the ability to convert data into insightsEffective interpersonal and presentation skillsCreative approach to training and a desire to make learning interactiveAbility to recognize and adapt to different learning stylesAttention to detailExcellent communication skills (verbal and written)Coaching, training, and development.Customer-obsessed and resolution-focusedHighly self-motivated and hungry to learnA friendly and professional demeanorProblem-solving and thinking outside the boxAbility to work under pressure in a fast-paced environment Ability to work towards set KPIs/targets
Experience required:
Demonstrable experience in a similar role, ideally in a digital businessExperience managing Customer Care systems/digital quality + learning solutionsExperience working remotely within an omnichannel contact center environment5 years of quality and training experiencePrevious experience delivering training or coaching from junior teams to train the trainer programs.A track record of senior leadership experienceReporting and Analytics (VOC/converting data into insights)Experience working with Execs, Senior Managers, Team Leaders + AdvisorsCoaching and developmentOmni channel and remote operations managementSupporting large-scale contact center teams (150+)Working with Microsoft tools, including but not limited to Microsoft Teams/Office.Proficiency in English